Onboarding & account setup
All tiersConfirm your Telnyx number
After checkout, Naxio provisions a dedicated phone number in your area code. This becomes Jordan's inbound line and your missed-call text-back number. Do not skip this step — everything routes through it. You'll receive a confirmation SMS to your personal number once provisioning completes.
Complete the Jordan knowledge base setup
Visit the Jordan setup link sent in your welcome email (or navigate to /onboard/jordan). Answer six questions about your business: your trade, service area, hours, pricing style, top services, and call-handling preference. Jordan is trained from these answers — more detail means better calls.
Connect Google Calendar
Click Connect Calendar in the onboarding flow or visit /onboard/gcal. Naxio uses Google Calendar to check real-time availability during Jordan calls and insert booked appointments automatically. Use the calendar your team actually works from — not a test calendar.
Set up Stripe Connect
Navigate to /auth/stripe or click the Connect Stripe button in your dashboard. This links your Stripe account so customer payments, quote deposits, and milestone invoices route directly to you. Naxio never touches your funds.
Do a test call
Call your Naxio number from a different phone. Jordan should answer, greet you by trade, qualify the call, and offer to book an appointment. If anything sounds off, update your Jordan knowledge base and Jordan will apply changes on the next call — no restart required.
Port your existing number. Customers already have your number. Porting it to Telnyx means zero changes on your end — Jordan just starts answering it. Ask your onboarding contact to initiate a port request. Typical port time is 5–10 business days.
Jordan AI Receptionist
All tiers · Core baseHow Jordan handles a call
When someone calls your Naxio number, Jordan answers immediately — 24/7, including nights and weekends. It greets the caller with your business name and trade, asks what they need, qualifies the job (service type, urgency, location), collects contact info, and either books an appointment or captures a callback lead. All of this happens without you picking up.
Keep your knowledge base current
Jordan's accuracy depends on your KB. Update it whenever you change your service area, add or drop services, update pricing language, or change hours. Your onboarding contact can push KB updates, or you can email the changes to your support contact. Stale KB = incorrect answers on live calls.
Review post-call summaries
After every Jordan call, a summary is sent to your dashboard and optionally to your personal number via SMS. Review these regularly — they surface common questions you haven't answered in the KB, objections Jordan can't handle, and calls that escalated to a human. Each one is a calibration signal.
CRM enrichment on Business+ (caller history)
On Business and Operations tiers, Jordan greets returning callers by name and references their last job before they say a word. This uses your Naxio lead history to pre-brief Jordan before the call connects. No setup needed — it's automatic once your lead database has history.
Write your KB like you talk, not like marketing copy. Jordan is conversational. If your real-life answer to "how much does an AC tune-up cost?" is "depends on the unit, usually $89 to $129," write exactly that. Generic answers produce generic calls.
Missed-call text-back
All tiers · Active by defaultMissed-call text-back is the core revenue-recovery layer. It fires within seconds of a missed call and begins an AI-qualified SMS conversation to capture the lead before they call your competitor.
What triggers it
Any inbound call to your Naxio number that Jordan doesn't fully handle — a hang-up before answering, a call outside Jordan's booking scope, or a caller who prefers text — triggers the missed-call sequence automatically. You don't configure triggers; the system handles this.
The SMS qualification flow
The first SMS introduces your business and asks what they need. Claude AI reads the reply and qualifies the service type, urgency, and location. High-score leads (≥70) get an immediate booking prompt. Low-score replies get a human review flag in your dashboard. You'll see all conversations in the Conversations tab in real time.
Autonomous AI response toggle
By default, Naxio responds autonomously to inbound SMS. If you want to review responses before they're sent — for example, during a sensitive job or a billing dispute — toggle Pause Auto-Respond in your dashboard's Users tab. When paused, messages are held as drafts and you send manually. This toggle is instant and reversible.
Certain keywords — including legal threats, chargebacks, gas leaks, and emergency terms — always bypass automation regardless of your toggle setting. These route directly to your attention. This is a platform-level safety rule and cannot be changed.
Speed is the entire product. The national average response time for home service calls is 47 hours. Naxio responds in seconds. The lead score drops with every passing minute — so the instant text-back is not a feature to delay.
Follow-up sequences
Core 2-step · Business+ 4-step| Step | Timing | Content | Core | Business+ |
|---|---|---|---|---|
| Step 1 | 30 minutes | Friendly check-in — did you still need help? | ✓ | ✓ |
| Step 2 | 24 hours | Value-add follow-up referencing the service need | ✓ | ✓ |
| Step 3 | 3 days | Social proof + urgency (season-aware copy) | — | ✓ |
| Step 4 | 7 days | Final outreach + direct booking link | — | ✓ |
Do not manually message leads that are in a sequence. If you jump in mid-sequence and then the system also follows up, the lead gets two messages simultaneously. Pause auto-respond first, send your message, then re-enable if you're handing back to the sequence.
Quote follow-up cascade (Business+)
Once a quote is sent, a separate follow-up sequence fires: 48 hours (gentle nudge), 5 days (reminder with portal link re-minted), and 10 days (final notice + owner alert, quote marked expired). Each touch re-mints the customer's portal link so they always get a fresh, working URL.
Quoting & approvals
Business+ · OperationsAI-drafted quotes on high-score leads
When a lead qualifies with a score ≥70, Naxio automatically drafts a quote in the background — inferred service type, 1–4 line items from your catalog, and a deposit range of 10–30%. The draft appears in your Quotes tab with status Draft. Review it, adjust line items, and click Send — it takes 30 seconds, not 30 minutes.
Sending a quote
When you click Send on a quote, Naxio mints a 7-day magic link and sends the customer an SMS with a direct portal link. They can view the line items, see the deposit amount, and approve with a legally binding canvas e-signature — no app download, no account creation.
Collecting a deposit
Once the customer approves the quote, they're prompted to pay the deposit via Stripe in the portal. Payment goes directly to your connected Stripe account. Naxio receives nothing. On approval, the quote converts to a job automatically and appears in your Tickets tab.
Milestone billing
For larger jobs, set 1–3 payment milestones on the ticket (must total 100%). Naxio fires each invoice automatically when the dispatch status hits the matching trigger — On Site, Completed, or whichever you set. If the customer has a card on file, it charges automatically. If not, a Stripe invoice link is texted to them.
Build your service catalog first. Quote AI drafts are more accurate when your catalog has real line items with prices. Add your top 10–15 services in the dashboard before your first quote — this takes about 10 minutes and improves every AI draft going forward.
Customer self-serve portal
Business+ · OperationsThe customer portal is a magic-link webpage your customers access via SMS. No login, no app. They see their appointments, quotes, invoices, and job documents — all in one place.
Appointments
Booked visits display with date, time, and tech name. Customers can confirm or flag reschedule requests.
Quote approval
View line items and approve with an e-signature directly in the portal. Triggers the deposit payment step.
Card on file
Customers can save a payment card. Auto-charges on milestones — no invoice chasing needed.
Invoices
Pay outstanding invoices via Stripe Checkout without ever leaving the portal SMS link.
Job documents
Inspection reports, warranty docs, and photos you mark customer-visible appear here automatically.
Maintenance plans
Customers on maintenance plans see their next scheduled visit and equipment list.
Encourage card on file at estimate time, not invoice time. When a customer approves a quote in the portal, prompt them to save a card. They're in a buying mindset — conversion is highest right there. Milestone charges then happen silently in the background.
Dispatch & Tech PWA
Operations tierAssigning jobs to technicians
Open the Dispatch tab in your dashboard. Drag a ticket to a technician, or click Assign. Naxio fires an SMS to the tech with job address, contact, and job details. The customer receives an automated "your tech is on the way" notification when the status hits En Route.
Tech status updates via SMS
Your techs don't need a smartphone app to update status. They reply to the Naxio SMS with plain-English keywords: EN ROUTE, ON SITE, or DONE. Naxio parses the reply, updates dispatch status, triggers customer notifications, and fires milestone invoices — all automatically.
Tech PWA for smartphones
Techs on iOS or Android can add the Naxio Tech PWA to their home screen (no App Store install). They log in with their phone number + PIN, see their job queue, upload job photos, capture customer signatures, complete checklists, and read their AI pre-job brief — all offline-capable with automatic sync when they reconnect.
AI pre-job brief
Before each job, Jordan generates a pre-job brief in the Tech PWA: customer history, previous service notes, known issues, and what to expect. Techs show up prepared instead of cold. This is pulled from your CRM history and any Jobber job notes.
Route optimization
The Dispatch tab includes a route optimizer that sequences your techs' jobs by travel time using Google Maps. Click Optimize Route on any tech's job list to get a ranked order. The optimized sequence is sent to the tech automatically.
Connecting Jobber or Housecall Pro
Operations tier · Business add-onAuthorize via OAuth
In your dashboard, navigate to FSM Sync and click Connect Jobber (or Housecall Pro). You'll be redirected to Jobber's OAuth screen — log in and approve access. Naxio registers webhook listeners automatically. You don't configure anything in Jobber.
What syncs automatically
Once connected: dispatch completions write job notes back to Jobber, new leads create Jobber clients, and post-call AI summaries append to the corresponding Jobber job. Jordan also pulls the caller's last 5 Jobber jobs to build the pre-call briefing on Business+ tier.
Auto-invoicing on job complete
On Operations tier, when a tech marks a job DONE, Naxio auto-creates a Stripe invoice on your connected account and texts the customer a payment link. You never have to manually create a final invoice again.
Keep Jobber as your system of record for job history. Naxio writes to it; it doesn't replace it. Your team can keep using Jobber exactly as they always have — Naxio just plugs in at the front (missed calls, AI intake, dispatch) and back (invoice, sync) end.
Pro tips for maximum ROI
All tiersPort your main business number to Naxio
The single highest-ROI action after onboarding. Every call to your existing number — including Google reviews, old business cards, your website — automatically routes through Jordan and your missed-call recovery. No customer confusion. No number change announcement.
Review the weekly digest every Monday
The Business+ weekly digest (sent Monday 8am) includes an AI narrative summary of your week: lead volume, response rates, quote conversion, and Jordan KB health suggestions. This is your fastest feedback loop. If Jordan is giving wrong answers, the KB health section will flag it before it costs you a job.
Use Ask Naxio (Cmd+J) for instant business intelligence
Operations tier includes an AI chat interface in the dashboard. Ask it anything: "What's my quote win rate this month?", "Which service type closes fastest?", "Show me leads from the last 30 days that haven't booked." It runs live queries on your Naxio data and answers in plain English.
Set up maintenance plans before busy season
On Business+, you can put equipment on recurring maintenance plans. Naxio creates visits automatically based on frequency, sends you alerts when visits are upcoming, and flags missed visits. HVAC contractors using maintenance plans average 40% higher annual revenue per customer — the platform automates the whole thing.
Invalidate the config cache after any change
If you notice Jordan or the follow-up sequence not reflecting a recent change to your settings, your configuration may be cached. Contact support to flush the cache, or it clears automatically within 5 minutes. Changes to your business hours, service area, or pricing take effect on the next call after the cache clears.
Let Jordan handle after-hours — completely
Resist the urge to turn off Jordan at 9pm. After-hours calls are the highest-intent leads you get — someone's AC is out at midnight. Jordan handles urgency escalation: if a caller uses emergency language, it offers a callback prompt, sends you an immediate SMS alert, and captures the lead so nothing falls through the cracks at 2am.
Ready to see it live?
Book a 20-minute walkthrough and we'll set up the first automation layer together.